Resident Liaison Manager - 12 Month FTC/Secondment in London

Lead resident engagement and shape major housing improvements across our estates. As our Resident Liaison Manager, you’ll lead our frontline engagement, ensuring our residents are genuinely heard and supported as we deliver major, multi-million-pound refurbishment projects across their homes and estates. It’s a role with real community impact—a chance to champion resident voices, unpick complex site challenges and build lasting trust across Kensington and Chelsea.

What You’ll Be Doing

• Your focus will be leading our frontline resident liaison team, managing up to four Resident Liaison Officers.
• You’ll provide steady, supportive leadership—holding regular one-to-ones, nurturing positive team dynamics and championing continuous staff development.
• Day to day, you’ll oversee casework, maintain high health and safety standards for lone working and work closely with project managers, contractors and delivery consultants to keep our community at the very heart of our capital delivery programme.
• A key part of the role will involve taking the lead on complex capital works schemes.
• You’ll step straight into major estate projects, including the Silchester refurbishment, to help unpick historical delays, resolve complex access challenges and rebuild local confidence.
• Being visible and approachable on our estates is essential: you’ll build constructive relationships with residents’ associations and compacts, develop tailored communication plans and involve residents directly in consultation so their views genuinely shape how works are carried out.
• When issues or frustrations arise, you’ll step in with empathy, calm problem-solving and proactive conflict resolution.
• You’ll act as a trusted senior escalation point for complaints, monitor project performance and capture lessons learned, to continuously improve our housing services.

What You’ll Bring

• You’ll bring a degree or equivalent with practical experience within housing, public sector or community engagement, alongside a strong track record of supporting tenants and leaseholders through capital works programmes.
• As an approachable and capable leader, you have proven experience managing frontline teams, mentoring colleagues and fostering a collaborative, high-performing environment.
• You’re adept at project management and data reporting, with the initiative and drive to take ownership and unpick complex site challenges alongside contractors and technical teams.
• Resilience and empathy are essential qualities for this role.
• You’ll have extensive experience working with diverse and vulnerable communities, bringing patience, emotional intelligence and calm problem-solving to sensitive or difficult conversations.
• Most importantly, you share our core values of respect, integrity and putting communities first.
• You’ll bring the resilience to protect the Council’s interests while ensuring local people always feel heard, valued and treated fairly, with the flexibility to attend occasional evening or weekend resident meetings to support the community.

Why join us

At RBKC, we’re all in – investing in our people, our communities and our future. You’ll join a supportive, collaborative team that values your voice, looks out for one another and takes your personal and professional growth seriously. We are committed to helping our staff develop, actively investing in your skills through our dedicated We Are Learning Hub, comprehensive leadership programmes and mentoring opportunities to help you lead with confidence. This role offers a genuine opportunity to lead high-profile estate improvements and see the direct impact of your work as we create safer, higher-quality homes.

• Competitive salary
• Excellent local government pension scheme
• Generous annual leave entitlements
• Practical hybrid working framework
• Comprehensive wellbeing support
• Employee assistance programmes
• Active staff networks

Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost-of-living pay rises. New hires will start at the minimum of the salary range.

About Us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough. As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

In this role, you’ll bring our ‘we’re all in’ ethos to life by being present where it matters most: out on our estates, walking the blocks, listening directly to residents and working shoulder to shoulder with your team and contractors. Delivering major refurbishment schemes is rarely smooth sailing; building works bring noise, dust and disruption, and navigating tricky access issues or project delays requires real determination and empathy. When you commit fully to resolving these challenges, you help turn obstacles into opportunities for progress, ensuring every ounce of effort translates into higher-quality homes and lasting trust with our communities.

Interview Details

Interviews will take place on W/C 16th November 2026.

Working Style

This is a one-year fixed-term contract or internal secondment opportunity. You’ll be based in the Borough for three to four days each week, spending time on site across our estates or in the office, with up to two days working from home and attending resident meetings as required. Whether you’re out talking to residents on our estates or collaborating with project teams, you’ll be part of a dedicated team making a real difference to residents’ lives.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community. We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible. We are committed to fair, transparent, and consistent pay practices.